The Analyst – IT Configuration Management Database (CMDB) supports the day-to-day maintenance, data quality, and governance of the enterprise CMDB.

The role is responsible for ensuring Configuration Items (CIs), attributes, ownership information, lifecycle status, and relationships are accurate, complete, and maintained in accordance with established Configuration Management standards and ITSM practices.

The Analyst works with Application, Infrastructure, and other technology teams to maintain reliable configuration data and support operational and service management processes.

Key Responsibilities

• CMDB Administration & Data Quality
  • Create, update, validate, and maintain Configuration Items and related attributes in the CMDB.
  • Support CI onboarding, modification, ownership changes, lifecycle updates, and decommissioning.
  • Review CMDB data for completeness, accuracy, duplicates, stale records, and missing information.
  • Assist with CI certification, reconciliation, and data-quality remediation activities.
  • Maintain and validate relationships between applications, infrastructure, cloud resources, and business services.
  • Work with CI owners and technical teams to resolve data-quality issues.
  • Ensure CMDB records are updated following approved infrastructure or application changes.
• Discovery, Reporting & ITSM Support
  • Support automated discovery, integrations, imports, and reconciliation activities used to maintain CMDB data.
  • Review discovery and integration exceptions and coordinate remediation with appropriate teams.
  • Prepare basic CMDB reports, dashboards, and data-quality metrics.
  • Support related ITSM processes such as Incident, Problem, Change, and Asset Management by providing accurate CI information.
  • Assist with audit, governance, and compliance requests related to CMDB data.
  • Maintain CMDB procedures, work instructions, and supporting documentation.
  • Identify opportunities to improve data quality, process consistency, and automation.

Required Qualifications

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field, or equivalent relevant experience.
• 2–3 years of experience in IT Service Management, Configuration Management, IT Operations, IT Asset Management, or a related technology function.
• Experience working with ServiceNow CMDB or a comparable ITSM/CMDB platform.
• Basic understanding of Configuration Items, CI relationships, lifecycle management, and CMDB data-quality principles.
• General knowledge of enterprise technologies, including applications, servers, networks, databases, and cloud environments.
• Strong attention to detail, analytical ability, and problem-solving skills.
• Good written and verbal communication skills.
• Ability to collaborate effectively with technical teams and business stakeholders.

Preferred Qualifications

• ITIL 3 or 4 Foundation certification.
• ServiceNow training or certification.
• Familiarity with ServiceNow CMDB, Discovery, Service Mapping, or CSDM.
• Basic knowledge of cloud platforms such as AWS, Azure, or Oracle Cloud.
• Experience with reporting, data analysis, or reconciliation activities.

Key Competencies

• CMDB and Configuration Management fundamentals
• Data accuracy and quality control
• Analytical and critical thinking skills
• Attention to detail
• Documentation and reporting
• Stakeholder coordination
• Process discipline
• Continuous improvement

Success Measures

Success in this role will be measured by:

• Improved CMDB data accuracy and completeness.
• Reduction in duplicate, stale, and incomplete CI records.
• Timely completion of CI updates and certification activities.
• Improved accuracy of CI relationships and ownership information.
• Timely resolution of CMDB data-quality issues.
• Effective support of ITSM, audit, and governance activities.